Call Recordings Can Be Customer Service Tools

Call Recording Featured Article

Call Recordings Can Be Customer Service Tools

September 01, 2017

Call recordings can be a highly useful source of information – for legal, compliance, training and coaching, transcription, and many other uses.  Even in businesses where recordings are mandated, their uses can extend beyond simply storing them for compliance with local and national regulations and standards.  Sometimes, they can become a customer service asset.

A South African car owner had recently switch insurance carriers, looking to save on costs, when her vehicle was stolen from a store parking lot.  Naturally, she filed a claim with her new insurer, King Price, but was told the theft was not covered because she had not installed a tracking device, which was part of the coverage stipulation.

Disappointed – likely even angry – the customer proceeded to explain her understanding that King Price used an installer that was supposed to have contacted her for the installation.  Without any other recourse, she took up the matter with the insurer’s legal head.

One might expect the effort to have been in vain, but certain of what she had been told, she requested the call recording be located to verify her claim.  A little more than an hour later, the company overturned its initial decision and agreed to cover the claim, noting “the impression could have been created with the client that we would take responsibility for the installation of the tracking device.”

Certainly, the customer deserves credit for recognizing a call recording existed that would validate her stance.  But, more importantly, this is just one example of how call recordings can be used to assist in resolving customer problems, often to their satisfaction.  If your business regularly records customer conversations – for legal or other purposes – having them properly archived and mapped into your CRM database will make it easy to locate and access them, making them an asset in handling issues and, hopefully, increasing customer satisfaction.  By agreeing to listen to the recording, then considering the case objectively, King Price not only managed to satisfy one customer, but created a likelihood of winning increased business on the basis of its willingness to put the customer first.  Without the call recording, none of it would have been possible, as it would have been the customer’s recollection against company policy, without any way to ascertain what was actually conveyed in the call.

Edited by Erik Linask

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